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Business Profile

Apartments

Hawthorne Residential Partners, LLC

Complaints

This profile includes complaints for Hawthorne Residential Partners, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Hawthorne Residential Partners, LLC has 325 locations, listed below.

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    Customer Complaints Summary

    • 128 total complaints in the last 3 years.
    • 57 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/03/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The apartment office has not returned my security deposit within the required 45-60 days. Spoke to representative at Corporate office and ******* **** ********** who advised the apartment office had wrong forwarding address but we have copy as proof , of move out form where correct address was provided when keys were turned in. The original check was sent out 7/5/2023 and supposedly per Corporate office a new one was sent again which I still have not received either. The corporate office representative no longer wishes to address my concerns anymore and just said we sent it out already with no full resolution or expedited response as of today. Per ** statue any notice that deposit would be retained needs to be in writing and sent certified mail or we are entitled to full deposit back. The apartment had no damages upon out.

      Business Response

      Date: 08/18/2023

      Dear Mr. ****** ***** ****i,

      I have confirmed with our accounting department that check
      number *** and *** have been cashed. I apologize for the delay in receiving
      your deposit as there was an error with the address given, I am glad we were
      able to correct it and you have been able to receive your refund.

      If you have any further questions or concerns, please do not
      hesitate to contact us.

      Sincerely,
      Hawthorne Partners Residential
    • Initial Complaint

      Date:07/30/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was living at this apartment complex in 2020-2021 due to Covid-19 I was out of work and could no longer pay. This is impacting my credit.

      Business Response

      Date: 08/03/2023

      ******* ****** had a signed lease agreement from
      12.12.2020-12.11.2021 with W. Flats; however, was evicted from the apartment
      with a move out date on 7.21.2021.  Due to non-payment of rent, eviction
      was filed by the property on 4.7.2021, and there was a court date assigned on 5.21.2021
      of which the property won possession of the apartment home during this court
      date.  The resident was evicted through the court system, and upon move
      out owed a balance in the amount of $4367.81 which has correctly been sent to
      the collection agency due to non-payment.  We are unable to adjust the
      balance or update balance with credit agency as the former resident still owes
      the $4367.81 monies to the property from March 2021, April 2021, May 2021, June
      2021, and 21 days of July 2021.  
    • Initial Complaint

      Date:07/26/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      March 2023 since I moved into ******* ***** Apartments I have had i**ues with them from THEN TO NOW..
      1 . I don’t feel like I should be paying $1200-1300 in rent for a busted *** ran down damaged apartment because why would they give someone that’s new moving in a apartment that still looks like it was under maintenance! Then 2 BUGS!!!! I CANT ******* DO BUGS!!! First it was roaches now it’s centipedes!!!!!! I JUST CANT TAKE IT ANYMORE!!!!!!!!!!! It hasn’t been 1 day where I chilled in my house & haven’t seen a BUG! I CANT EVEN HAVE COMPANY BECAUSE THE APARTMENT IS INFESTED WITH BUGS! IM OVER IT!

      Business Response

      Date: 07/31/2023

      Pest
      control treated the apartment on 7/26 – if issues are still present, please
      contact the Community Manager.

       

      Thank you

      Customer Answer

      Date: 07/31/2023

       I am rejecting this response because:
      Yeah pest control been coming to this unit & NOTHING HAS CHANGED ! ITS A NEW INSECT IN THIS APARTMENT EVERY WEEK! IM TIRED OF THIS I HAVE A 2 YEAR OLD 
    • Initial Complaint

      Date:06/24/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I pay 1300 for rent to a 1 bed one death apartment here and since I’ve month in I’ve had 2 days of no ac atleast every month, now it’s going on 3 days of no ac and on call didn’t call back.

      Business Response

      Date: 07/06/2023

      ******* ** ***** ****** has addressed all reported issues in
      apartment home ****. The front doorknob and lock were replaced prior to the
      time the review was written. The HVAC system was also repaired, and the
      resident confirmed with our office that the air conditioner was working the day
      the review was written. We did evaluate the HVAC system again when the resident
      requested, and no deficiencies were detected. Maintenance inspected the laundry
      room where suspect growth was reported, and none was found. We had our
      exterminator inspect the building for termite activity as well. None was
      present. To our knowledge, there are no outstanding issues with the apartment
      home at this time.
    • Initial Complaint

      Date:06/09/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The way you all collect and hold administrative fees needs to be reassessed. The fee should not be collected until after the application is approved. There is no reason an applicant should have to separated from their money in the middle of their relocation process. By the time you people decide to return the fee our address is obviously no longer the one you have on file because the goal of an applicant is “to move”. The fee should be charged after approval or the fee should be immediately refunded back to the card it was paid from. We are not allowed to pay by check, why should you? I would like to know exactly where my $175 is located because it is not in my account……

      Business Response

      Date: 06/14/2023

      Dear Ms. *****,

      Thank you for providing a valuable
      suggestion on improving the customer experience, specifically regarding
      expediting the refund process for denied applicants. We recognize your
      dissatisfaction with our current procedure of issuing refund checks via mail, resulting
      in having to wait for reimbursement of your administrative fee. We are
      reviewing our system as a result of your correspondence and hope to create a
      better experience for applicants moving forward.

      We have looked into your refund and
      confirmed that your refund check will be mailed to the address on file this
      week.

      Thank you once again for bringing
      this matter to our attention. Should you have any further concerns or require
      additional assistance, please do not hesitate to contact our team at ***********@hrpliving.com.
    • Initial Complaint

      Date:05/11/2023

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I moved out of the ****** ** **** *** on 3/31/23. I received a moveout statement bill by certified mail on 4/29 stating I owe $710 and that I stayed past my lease date, and they had to seal the only room with carpet from "heavy pet odor" I responded to the office manager via email on 5/6 stating neither of these things are true and I have the proof of when I turned in my keys and documentation of the apartment. Which she replied that "I" needed to prove to her that I turned the keys in the day I said I did. Not to mention the power was shut off the same day... I have never heard of any apartment requesting proof of key delivery as if it wasn't delivered directly to their hands. Her response also added they had to spray my apartment 4 times for fleas although that wasn't listed on the moveout statement I assume she just blatantly added that to try and back the charge for urine odor. I explained I lived in another apartment complex with the same mgmt company for 4 years with the same dog no issues moving out, and definitely no fleas or URINE in a fully carpeted unit. It is now 5/11/2023 and I received an email from a debt collector over this amount. I haven't even had a response from the apt office since my reply stating all the mistakes I will not be paying for until I receive a correct moveout statement. How are you legally going to send me to collections when I haven't even had my allowed time to dispute my fees. Arline at the ****** ** **** *** is a scam artist who thinks she has the upper hand because she is so used to taking advantage of residents who don't have the knowledge to fight against a company that can literally decide at any time to hurt a residents rental history and prevent them from being able to move in anywhere else. I want this fixed. The hawthorne phone system is a joke, yeah leave a voicemail someone will get back to you. Apparently not.

      Business Response

      Date: 05/17/2023

      *****,

      We apologize that the charges were applied to your
      account incorrectly. This was done by administrative error. We have rectified
      the issue and you will be receiving an updated statement from the property
      manager via certified mail. The collection agency has also been updated; we are
      confident this will fully resolve your concerns. Again, we apologize for your
      inconvenience and thank you for your patience while resolving this matter.

      Regards,
      Regional Manager

      Hawthorne Residential Partners

      Customer Answer

      Date: 05/17/2023

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.
    • Initial Complaint

      Date:04/24/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was a visitor there and was advised by a leasing office to park in visitor parking and if there was no more parking In visitor parking to park in future resident parking if there is an overflow to walk out to my car being booted this is completely pushed and I’ll definitely be reporting to bbb and to an attorney general because the residents guests are being affected with no remorse when there is no posted signs advising this information nor is this fair to the guest. Obviously this is a problem because this is in about every review I’ve read about this company

      Business Response

      Date: 05/02/2023

      Ms. ********* 

      We have preferred parking that residents pay for.  We
      have visitor parking for guests.
      Unfortunately, you parked in a reserved resident parking
      space requiring a parking decal. As a result of you not having a parking decal
      and being parked illegally, our contracted tow company booted your vehicle.                                                As per the email sent to you Tuesday, May 2nd, I have provided my direct contact information should you have further questions or concerns. 

      Respectfully, 

      Regional Manager 

      Hawthorne Residential Partners

    • Initial Complaint

      Date:04/05/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I put a refundable deposit down on an apartment back in February of this year and was told in explicit terms that the $200 would be refunded after 30 days if my application wasn't approved . I felt comfortable doing this and asked multiple times if the $200 would be refunded which they said yes. It's now April and I'm still calling leaving messages no response back.

      Business Response

      Date: 04/06/2023

      Hi ******, we
      apologize for the delay refunding the administration fee back to you and
      appreciate your patience with us. Check number *** for the amount of $150 was
      sent out on April 6th, 2023. It was sent through USPS to the address
      we have on file. If you do not receive it in 10 days, please reach out to me at ********@hrpliving.com. 

      Thank You, 

      Regional Manager

    • Initial Complaint

      Date:01/31/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Starting Thursday December 22, 2022 my home woke up to no access to water. There was no one answering the phone all of December 22 through now to resolve any utility issues. The following business day (December 26) the office was unreachable. On December 28 I, ********* called Preakness Apartments at 8am again at 10:30 am as an urgent maintenance request. Maintenance assistance came within an hour, we explained the closet and all of our bedroom floor was soak from water damage, our patio was flooded, our toilet cannot flush and especially NO WATER from any faucet in the home. Before maintenance left he explained that the water should be up and running by tomorrow morning. As of today on December 29, nothing was ever resolved, fixed, or followed up as this is still an occurring issue at 6:58 pm. I’ve been receiving emails of water updates Sunday, Monday, Tuesday, and today (December 29) from Hawthorne Residential Partners explaining water updates, never stating an ETA or assistance to help with leakage or lack of water. Also, I received a water update email from Preakness Apartments mentioning workers to fix water extractions and pipes to get the water back on to each building and water will be given out to those who have none at 4pm inside the office. I arrived to the office around 4:20pm and the leasing agent for Preakness Apartments explains that families prior to myself took 6 cases of water before I came so she can only give me one gallon and a pack of baby wipes. Which is an insult to my poor living conditions. I asked the leasing agent about breaching contract of the leasing agreement without paying remainder of days I signed for and she responded, “I am not sure about anything along those lines I have not heard back from the man that would explain if that’s possible” I took those items which were given to me and drove back home. Seven days with no water is inhumane and shameful ! I do not feel comfortable in the place I pay rent or call home !

      Business Response

      Date: 02/06/2023

      Over the Holiday weekend of Christmas 2022 our area of
      Nashville experienced extreme temperatures and electrical outages. The
      unfortunate result of these concurrent events resulted in burst pipes and water
      damage to hundreds (if not thousands) of units in our immediate area. As soon
      as we were able, we enlisted the help of 4 different plumbing crews, 2
      different mitigation companies and the assistance from crews from sister
      properties both near and far. The immediate focus was life safety and
      extractions. As per the plumbing crews, we could not turn the water back on
      until every leak was fixed in each building and each unit was inspected. This
      was a tedious but necessary process in order to ensure that everyone was safe
      and there was no danger to our residents.

      This was a herculean effort by management and at extreme
      expense to ownership, which all took place over the holiday weekend and week.

      As discussed, life safety was and will always be front and
      center for us and we take this very seriously.


      All the best,

      Hawthorne Residential Partners

      Customer Answer

      Date: 02/06/2023

       I am rejecting this response because:




      I was without water for 3 consecutive weeks , where I couldn’t bathe, brush my teeth, wash my hands do my laundry, or use or flush the toilet. I was in an inhumane living condition for almost a month until I terminated my lease. When it came down to an uncontrollable disaster, a tenant emergency you let me and my family down.
    • Initial Complaint

      Date:12/24/2022

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Wrongfully sent to collections
      Date of Final Bill Issued: 12/13/2022 via email by Property Manager, Abby ***** for a total of $1,563.72
      Date of First Collections Contact: 12/14/2022
      Date of Final Check Mailed First Class with tracking and Personal Signature required: 12/15/2022
      Date of Final Check Signed for: 12/17/2022 by Abby ***** for a total of $1,563.72 - proof via USPS of Abby’s signature of receiving

      *Have provided documentation of all the above dates and proof of delivery to Abby *****

      I’m still getting daily calls/emails/text from a collection agency when my final bill was proved paid, three days after my final bill being presented.

      The apartment complex is avoiding all my attempts to contact via email or phone. They are also refusing to provide proof of payment. This exact issue is happening to other former tenants as well. Requesting they contact the collections agency they use as they’ve stated they are incorrect calling me. I’m also requesting they contact me to prove the issue has been resolved given I have full paper trail proof of all steps taken on my end to pay this bill on time.

      Business Response

      Date: 12/30/2022

      ****** ********’s deposit accounting was completed on 12/13.  Policy allows residents 30 days to make
      a payment prior to being automatically turned over to collection.  In Miss ********’s case Yardi, our resident
      management website, turned her over to collections on 12/13.  Miss ******** mailed a cashier’s check that
      was received the week of the 19th. Due to the holiday, it was
      deposited on 12/27.  Proof of payment has
      been submitted to the Collection Service (Hunter ********) and Miss ********’s
      account should now be closed.  Nothing
      was reported to the credit bureaus, and all of this was reported to Miss
      ******** directly on 12/27 along with confirmation of receipt of payment.

      Customer Answer

      Date: 12/30/2022

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

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